Experience

• 

  Cloud Software Group

  • Marysville, Ohio, United States

  • Senior Manager, WebFOCUS Product Management

    • Jan 2023 - Present
    • Marysville, Ohio, United States

• 

  TIBCO

  • United States
  • Software Development
  • 700 & Above Employee

  • Product Manager

    • Nov 2021 - Jan 2023

  • Support Engineer

    • Feb 2021 - Nov 2021

    * Continued role/position after TIBCO acquisition of Information Builders* Assist Premium customers with software questions and issues* Comprehensive knowledge across all platform areas to enable fast identification of issues* Strong balance between efficiently addressing issues and soothing anxiety and concerns of customers

• 

  Information Builders

  • United States
  • Software Development
  • 700 & Above Employee

  • Technical Support Representative II

    • Oct 2015 - Feb 2021

    * Assist Premium customers with software questions and issues* Comprehensive knowledge across all platform areas to enable fast identification of issues* Strong balance between efficiently addressing issues and soothing anxiety and concerns of customers

  • Supervisor of Customer Support

    • Jan 2011 - Sep 2015

    * Provide technical and procedural guidance to a team of 10 representatives supporting non-premium WebFOCUS customers* Learn and teach product knowledge through training sessions and self-instruction* Review solution documents for technical accuracy and content quality before publication* Mentor weaker support representatives to successful improvement* Generate best practice reference guides for new and existing team members* Perform the initial screening interview as part of the hiring process* Monitor the queue of customer cases to ensure SLA deadlines are met* Coordinate the team schedule to ensure sufficient phone coverage

  • Technical Support Representative

    • Sep 2009 - Dec 2010

    * Learned FOCUS and WebFOCUS software within a few weeks to successfully support customers * Provided support by phone and e-mail with a 92.6% average customer satisfaction rating* Collaborated as needed with colleagues from the Initial Response team, the product support teams, and product management to resolve cases* Published solution documents covering a wide range of product information

• 

  LockData Technologies, Inc.

  • Hawley, PA

  • Web Designer/Developer

    • Jun 2007 - May 2009
    • Hawley, PA

    * Designed, created, and maintained websites and other internet applications for businesses small and large using HTML, JavaScript, and ASP/.Net VB* Developed application functionality including customer and product database management, order and payment processing, and web content management using Witango, ASP/.Net VB, and SQL* Performed training with demonstrations and explanations for client use of applications* Provided customer support by phone and e-mail and helped troubleshoot any problems

• 

  St. Mary's College of Maryland

  • United States
  • Higher Education
  • 700 & Above Employee

  • Teaching Assistant (Mathematics and Computer Science department)

    • Aug 2004 - May 2007

    * Graded homework and kept record of student grades* Scheduled and led weekly review sessions for up to 20 students and helped students requiring additional attention individually* Assisted with in class projects and group work as needed* Specifically responsible for Calculus I, Survey of Mathematics, Abstract Algebra I and II, and Programming and Data Structures

  • Student Web Developer

    • Feb 2004 - Dec 2005

    * Designed new pages as well as converted existing pages into a uniform design using HTML, ColdFusion, and MS SQL Server* Coded front-end sites and back-end content management pages* Met with and trained college department representatives, including faculty and leaders* Specifically responsible for the campus website and the online edition of the student newspaper